Information on shipping, delivery of digital items and returns

IMPORTANT: Delivery of orders with both physical and digital items.

For example, a signed copy of one of my books and an embroidery pattern in the same order.
For orders with physical products, or a combination of physical and digital items, please select the shipping option for the physical item(s). These will be sent to you using Royal Mail. The digital items in the order will be sent by email or direct download free of charge.
If you do not select the physical shipping option, you will receive an invoice for this, to be paid before the physical items are shipped.

Delivery of digital items to UK/EU customers

Embroidery patterns and ebooks

Embroidery patterns and ebooks are digital .pdf files. Once payment is complete you will receive an email with the files in your purchase. Because of EU law, which imposes tax on automatic delivery, I have to email the files to you. I’m sorry you won’t get your files instantaneously, but I’ll send them as soon as I possibly can. If you like, you can read more about the EU rules here.

Embroidery patterns and ebooks will not be posted to you unless you contact me about this first. There will be additional costs to pay for this.

If you have not received an email with the download link(s), it’s possible that it has ended up in your spam/junk folder, so please make sure to check there. If the email is not there either, get in touch and I’ll make sure you get your patterns or ebooks.

Pattern subscription

If you have signed up for a pattern subscription, you will be able to download the patterns issued prior to you signing up and the remaining patterns will be emailed to you using your Paypal email. If you would like me to send them to a different email address please let me know.

Online courses

If you’ve signed up to one of my online classes, you will receive confirmation once you’ve paid and shortly before class starts you will receive a link to the class.

Delivery of digital items

Embroidery patterns and ebooks are digital .pdf files. Once payment is complete you will receive an email with a link to download the files in your purchase.

Embroidery patterns and ebooks will not be posted to you unless you contact me about this first. There will be additional costs to pay for this.

If you have not received an email with the download link(s), it’s possible that it has ended up in your spam/junk folder, so please make sure to check there. If the email is not there either, get in touch and I’ll make sure you get your patterns or ebooks.

Pattern subscription

If you have signed up for a pattern subscription, you will be able to download the patterns issued prior to you signing up and the remaining patterns will be emailed to you using your Paypal email. If you would like me to send them to a different email address please let me know.

Online courses

If you’ve signed up to one of my online classes, you will receive confirmation once you’ve paid and shortly before class starts you will receive a link to the class.

Refunds – digital items

Due to the nature of digital files, purchase of these is final and will not be refunded unless in very special circumstances. I can’t accept any exchanges on digital files either.

Payments for courses will be refunded in full if you let me know before the course starts. If you decide a course is not for you after the start of the course you will only receive a refund for any ‘unused’ weeks remaining.

Physical items

Shipping

All physical items, for example calendars or kits, will be posted to you using the cheapest postage option available. For the UK this is Second Class and elsewhere it is Royal Mail Airmail. Neither of these are insured or trackable, but you can upgrade the postage at extra cost. Please contact me for rates.

I will email you once your item(s) has been shipped.

Need something shipped in a hurry? Please get in touch and I’ll do my best to make it happen. (There may be extra costs for fast shipping).

Shipping overseas usually takes 7-10 business days, but may take longer.

Physical items are shipped as quickly as possible, and always within 3 business days. To avoid delay in shipping, please make sure that you enter your address correctly.

Any additional customs or duty costs are the responsibility of the customer.

Non-receipt of physical items

If your purchase has not arrived within 3 weeks, please let me know so I can look into what has happened to your parcel. Shipping is usually fairly reliable, but in the very odd case when shipping takes longer than expected, please have patience, your parcel may still turn up. If your parcel has still not turned up after 5 weeks I will send you a full refund.

Cancellation

If your item hasn’t been shipped, simply let me know you wish to cancel the purchase and I’ll issue a refund. If you change your mind after your item(s) has been shipped, just return it once it arrives and I’ll send you a refund (less shipping charges and return shipping costs.)

Refunds and Exchanges – physical items

Physical items may be refunded or exchanged if you contact me within 48 hours of receiving the item(s) and if you return them to me within a week (for overseas returns this may take longer). The item(s) must be unused and in the same condition as I sent it to you. When I receive the item(s) I will send you a refund once I have checked that the item(s) are in good order.